Gagan
Jalan 3, 92B, Jln Cheras, Taman Kobena, 56000 Kuala Lumpur,
Summary
Having overall 8.4 years of experience consistently enhancing customer satisfaction. Exceedingly thorough Process Analyst with 4 years modifying ongoing business processes to achieve superlative results. Skilled at designing and applying process changes to improve efficiency and reduce costs, without detrimentally impacting ongoing operations. Advanced lean management proficiency and demonstrated skill managing and driving multiple projects with minimal supervision.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Regional Specialist
Foodpanda
01.2023 - Current
- Handling logistics which involves two line of business (Rider service - live concern, Rider support - Non-live concern) for APAC markets.
- Centralized APAC market by bringing in new processes and simplifying existing process.
- Handled complete migration of the existing process & product to a newly introduced in-house platform.
- Managed projects through complex problem-solving and effective results.
- Responded rapidly to market shifts to make changes to APAC processes.
- Improved efficiency and effectiveness of performance and management of processes across departments.
- Conducted regular reviews of operations and identified areas for improvement.
Senior Process Analyst
BUNDL Technologies (Swiggy)
10.2019 - 01.2023
- Pinpointed cost-effective process improvements through simulation of potential process alterations, discovering optimal enhancements without interrupting live production efforts.
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Conducted walk-through demonstrations of proposed process changes.
- Liaised with staff managers to collaboratively design process change implementation plans.
- Designed process models to provide clear, understandable tools for presenting complex business processes to individuals with minimal knowledge on topic.
- Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.
- Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements.
- Developed standard operating procedures and document workflows for current and future process steps.
Customer Support Executive
BUNDL Technologies (Swiggy)
12.2017 - 10.2019
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Recommended potential products or services by collecting customer information and analyzing customer needs.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
E-service Associate
Hi Power Support Centre LLP
04.2017 - 10.2017
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Boosted customer loyalty and improved implementation of solutions by personalizing interactions.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Project Service Officer
Aegis Private Ltd
08.2015 - 01.2017
- PSO mainly deals with the criminal background verification products by assisting newly onboarded customers and existing customers to conduct background verifications using our services.
- Assist customers by creating their accounts and keep a neat track of their accounts which they will be regularly using for various criminal background verification purposes.
- Resolve customer queries and give them the needful services and upgrades required from time to time.
Education
BBA - Bachelor's in Business Management (Finance)
Bangalore University
Bengaluru11.2013
Skills
- Business Process Design
- Root Cause Analysis
- Problem-Solving abilities
- Visio & Lucid chart
- Change Management
- Training proficiency
Accomplishments
- Awarded as best performer for two consecutive quarters in 2019.
- Recognized and awarded "Made a difference" award for single handedly closing an AHT reduction - green belt project with overall goodness of 24 seconds.
- Achieved outstanding results by leading 4 green belt projects and 2 yellow belt projects with efficiency.
- Bagged 2 RNR's for the best performance in project closures in the year 2020 & 2021.
- Awarded as Mr.Swiggy for the year 2018-19.
- Nominated and traveled to OSP's (PAN India) to train the associates on handling customer concerns along with overseeing the OSP management functions and guiding the team accordingly.
Certification
Lean six sigma green belt certification.
Lean Practitioner Training & Certification.
Simulation Project Completion Certification.
Lean six sigma yellow belt course completion.
Lean six sigma white belt course completion.
Timeline
Senior Regional Specialist
Foodpanda
01.2023 - Current
Senior Process Analyst
BUNDL Technologies (Swiggy)
10.2019 - 01.2023
Customer Support Executive
BUNDL Technologies (Swiggy)
12.2017 - 10.2019
E-service Associate
Hi Power Support Centre LLP
04.2017 - 10.2017
Project Service Officer
Aegis Private Ltd
08.2015 - 01.2017
BBA - Bachelor's in Business Management (Finance)
Bangalore University
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